Merchant Experience Specialist

CORE FUNCTION:

• Acts as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns (technical and non-technical) are addressed and resolved promptly.
• Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.
• Handles end-to-end merchant onboarding process which includes registration to the system, accurate merchant profiling and configuration, and providing credentials to the merchant.
• Responsible to endorse onboarded account to device management team, coordinates and resolves errors within SLA, and ensures that all active channels are included to save time in device testing.
• Updates all new merchant and business information in the system.
• Timely and accurately updates all files and sheets related to his/her role.
• Address feature gaps to drive retention throughout the merchant life cycle
• Cross-sells and upsells in accordance to merchants’ payment needs and business structure.
• Ensure that the plans and processes are being adopted by merchants to align our products and services to their business needs, and avoid confusion in features and limitations
• Develop merchant relationships by building trust through providing clear and accurate information and ensuring that their concerns are addressed in a timely manner.
• Learns and builds deep understanding of each merchant account including the payment solution, account structure, key persons and product/services offered.
• Cascades planned and unplanned notifications and advisories to merchants

DUTIES AND RESPONSIBILITIES

• Completes root cause and process gap analysis for managers escalations and specific merchant complaints.
• Evaluate churn and down sell risk for each merchant
• Identify opportunities that best utilize VeritasPay or its partner’s infrastructure to meet merchants’ requirements
• Ensures accuracy of SLA escalation and resolution set
• Problem resolution, including escalation of issues to the correct department
• Prepares reports which include the onboarding count, merchant transaction activity, technical and non-technical concerns, processing volume, opportunities, and suggestions that will contribute to after-sales success.
• Ensure appropriate merchant metrics are generated, data is accurate, and reporting deadlines are met on a timely basis
• Others may be assigned

JOB QUALIFICATION

• Bachelor’s degree in Business Administration, Management, Marketing, or related course
• Minimum of 2-4 years relevant experience in a financial industry or payment business
• Proficient in English both written and verbal communication

SKILLS

• Working knowledge of Merchant Acquiring and Credit Card business (preferred)
• Basic knowledge of Fraud Detection (preferred)
• Proven experience in building strong internal and external relationships
• Basic technical skills and payment operations functionalities
• Good communication and presentation skills
• Excellent analytical, critical and problem-solving skills
• Strategic skills and ability to adapt conversations for technical and non-technical audiences
• Knowledge of Customer Centric Design
• Strong attention to details and have a can-do work attitude
• Willing to work on weekend, holidays, and shifting schedules as needed

SKILLS

• Working knowledge of Merchant Acquiring and Credit Card business (preferred)
• Basic knowledge of Fraud Detection (preferred)
• Proven experience in building strong internal and external relationships
• Basic technical skills and payment operations functionalities
• Good communication and presentation skills
• Excellent analytical, critical and problem-solving skills
• Strategic skills and ability to adapt conversations for technical and non-technical audiences
• Knowledge of Customer Centric Design
• Strong attention to details and have a can-do work attitude
• Willing to work on weekend, holidays, and shifting schedules as needed